Community Delivery Manager

1 week ago

Grays, Thurrock, United Kingdom Evri Full time

About Evri

Evri is a leading logistics company that is passionate about delivering exceptional customer experiences. We are committed to providing innovative solutions that meet the evolving needs of our customers.

Job Summary

We are seeking a highly skilled Community Delivery Manager to join our team. As a Community Delivery Manager, you will be responsible for ensuring the successful delivery of our services to our customers. This will involve working closely with our self-employed couriers and delivery units to drive continuous performance improvement and customer satisfaction.

Key Responsibilities

  • Continuous Improvement
    • Use key reports and metrics to drive service improvement with self-employed and SE+ couriers in the final mile of the parcel journey.
  • Performance Measurement
    • Measure and drive improvement across a number of performance measures including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims / Enquiries and End of Life that ensure customer and client satisfaction.
  • Courier Engagement
    • Keep enquiries to a minimum by driving an exceptional customer experience through successful courier engagement, communication and retention.
  • Capacity Management
    • Ensure the successful coverage of rounds through the interviewing, selecting and onboarding of couriers.
  • Courier Motivation
    • Motivate and engage self-employed couriers to ensure a high standard of customer service between the courier and end customer that will improve overall customer and client satisfaction.
  • Cost Leadership
    • Drive financial control through cost control of courier fees and ad-hoc payments and asset management.
  • Customer Resolution
    • Ensure the timely resolution of customer concerns by working with self-employed couriers and customer service agents to improve customer satisfaction and experience.
  • Delivery Unit Management
    • Responsible for managing the relationship with the delivery unit to ensure a high quality of service is delivered to both couriers and customers.
  • Health and Safety
    • Ensure safe Health and Safety practices are in place and any failure to adhere to Code of Conduct is identified and resolved in a timely manner.

Requirements

  • Qualifications
    • Current UK Driving licence
  • Knowledge and Experience
    • Previous experience of coaching, supporting and motivating colleagues
    • Problem solving and planning effective contingencies and solutions
  • Technical and People Skills
    • Customer Focused approach
    • Competent negotiation skills
    • Ability to adapt to different styles and behaviours

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